FAQs: Frequently Asked Questions

Future Students

A: You can book a 1:1 at a time that is convenient for you. You can even schedule your 1:1 on a different time and day every week.

Q: What is your cancellation policy?

A: You are allotted a fixed number of 1:1s each month. You may reschedule at no cost once a month, as long as you cancel >12 hours in advance. Any additional cancellations are charged. If you miss your scheduled 1:1, the 1:1 is considered “completed”. Any 1:1s not completed in a given month roll over on a cumulative basis for a second month as long as you remain subscribed. If you connect late to the 1:1, it will still end at the scheduled time. If you are unable to see or hear the Teacher due to NEI's technical issues, we will credit your account for that 1:1. If you are unable to see or hear the Teacher due to technical issues with your computer or network (e.g. audio/video not correctly configured, slow connection), the 1:1 will still be deducted from your account. You can read more in our Terms of Use.

Q: Are there group classes?

A: No. Students get individual attention from a TESL-certified, native-speaker teacher on a 1:1 basis.

Current Students

Q: Can I connect from my mobile?

A: Yes, you can connect to "Join Room" using the Blackboard Mobile App if you are using a device running on iOS 9.0+, Android 4.2+, or Windows 10+.

Q: What if I log in for my lesson and no teacher is waiting?

A: Please make sure that you have the correct date and time. If correct, write immediately to support@NE.Institute (please do not send to any other email address).

Q: How do I update the credit card I have on file?

A: Please contact us at support@ne.institute and tell us so we can assist you.

Q: Where can I find the words from our 1:1 chat?

A: When you replay the recording of your 1:1, click on the purple tab in the bottom right corner of your screen to see the text.

Q: Will we go over Extra English at my 1:1?

A: Yes, if you want to check your Extra English together at your 1:1, we will. However, your Extra English must be submitted at least 24 hours before the start of your 1:1.

Q: What should I do if I am going on vacation or want to take a break?

A: If you are on the Core NEI, Intensive NEI, or Ultra NEI subscriptions, you can pause your subscription for up to 60 days or 3 times per calendar year (whichever comes first). You can pause your subscription by signing in, selecting "Subscription" and clicking "Pause Subscription".